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Job Req ID:  77737

Sr. Technical Support Analyst

Classified title:                                              Sr. Technical Support Analyst

Working title (if applicable):                       Sr. Workstation Support Technician

Role/Level/Range:                                         ATO-3-OG

Starting Salary Range:                                 $42,764 - $58,851

Employee group:                                           Full time

Employee subgroup (FLSA Status):           Non-Exempt

Position Type:                                               Direct Replacement

            Name of Employee                            Joseph Waldron

            Position Number                               50090287

Schedule (hours/days):                                 8:30 am to 5:00 pm

Personnel area (School):                               Academic and Business Centers

Org unit name and #:                                   ISTS 60000107

Department name:                                        Jhpiego

Reports to (Job title):                                    Technical Support Supervisor



General summary/purpose:

Sr. Technical Support Analyst responds to troubleshooting, and resolving service requests for Jhpiego-supported hardware, software and conferencing operations; creating documentation; and providing training to end-users and Global IT staff. Hardware support includes Windows and Mac laptops and iOS devices. Software support includes the full suite of Office 365, MS-Office, Mac OS, and Windows 7+.  Ideal candidate is an individual who is service-oriented, organized, able to resolve technical issues and possess the ability to interact with diverse end-users and technical staff.



Specific duties & responsibilities:

  • Respond to and resolve service requests, including troubleshooting, resolving or escalating service requests for hardware/software issues, virus/malware issues and operating system configurations for Windows and Apple devices.
  • Maintain physical inventory assigned and unassigned in storage locations, update database for hardware, software licensing and other Jhpiego inventory. Ensuring procurement practices and associated licenses meet government and university requirements
  • Define specifications to purchase for Mac, IPhones and IPads
  • Lead Apple projects that meet departmental goals
  • Assist the Network Security Engineer, working on security projects such as but not limited to setting up and monitoring security camera; data card administration and auditing, SPAM account management, Password Security Admin and Security Training Admin.
  • Setup and maintain Intune for device management, creating and maintaining security certificates and defining policies and procedures
  • Support, resolve and train staff on technical issues using O365
  • Maintain the computer software images for various computer models and apply processes for pushing images to new and existing computers and loaner computers using imaging software and/or similar tools
  • Image new and existing equipment with our core image, transfer data, install non-core software and deliver to staff.
  • Meet with staff to help with onboarding/offboarding procedures such as setting up computers, devices and conducting orientations related to their device and IT services.
  • Manage and provide administrative and technical support for Jhpiego owned and International loaner devices; including phones, tablets and other mobile devices
  • Manage disposal process of out dated equipment based on set policy and guidelines, such as inventorying equipment and scheduling pickup
  • Manage policies and procedures for International loaner phone process and maintain associated accounts
  • Purchase core and noncore hardware and software for Apple and Windows devices following Jhpiego purchasing workflow and policies
  • Define specifications to purchase core and noncore hardware and software for Apple and Windows devices.
  • Ensure hardware and software warranties are kept current
  • Work at Jhpiego (Washington DC\Baltimore locations) offices for special projects and as backstop for (Washington DC\Baltimore locations) Help Desk.
  • Troubleshooting Network and wireless issues; work with the Network team for resolution
  • Coordinate hardware repairs  and software support calls with vendors, when needed
  • Maintain conference rooms, phones and video equipment
  • Provide support for and troubleshoot Microsoft Office 2013, 2016, 365 and Windows 7 and Windows 10
  • Maintain and troubleshoot printers, copiers, and fax machines
  • Ensure Operating System critical updates and security patches, as well as software version updates and patches, are applied on computers
  • Dispatch requests to appropriate Service Desk technician, assign and categorize help desk requests in the ticketing queue
  • Maintain and install network printer drivers
  • Manage and maintain loaner equipment such as laptops, phones, projectors and digital cameras and provide training to staff.
  • Develop and maintain content and accessibility of technical, procedural, and system configuration documentation for both Mac OS X and Windows
  • Provide basic software application training and support for core software platforms and develop related job aids (documentation and user training material)
  • Provide daily/weekly reports on current issues
  • Collaborate with Domestic and Global IT support staff
  • Provide IT and Audio/Visual support for web conferencing services: set up equipment, maintain conference rooms and coordinate delivery of services with the customer
  • Evaluate new technology tools and technologies, as appropriate, and make recommendations
  • Complete assigned IT projects that meet yearly department goals
  • Carry loads of up to 50lbs, including printers and computers, for physical set up
  • Other duties as assigned


Minimum qualifications (mandatory):

  • HS diploma or equivalent required; BS in a related field preferred
  • 2 years Tier II level experience required; 5 years related experience preferred
  • AppleCare Mac Technician (ACMT) certification
  • 3 years O365 experience
  • Experience troubleshooting and configuring Windows 7/Windows 8; Outlook, MS Office, Internet Explorer, and Adobe products
  • Demonstrated ability to self-manage and to work collaboratively
  • Experience interpreting, adapting, and applying organizational guidelines and procedures
  • Ability to work independently and possess, detailed oriented with excellent problem-solving skills
  • Demonstrates ability to effectively manage several major activities simultaneously; exercise sound judgment in managing daily technology services, determine priorities, and implement and monitor short and long-range project plans
  • Excellent interpersonal and communication skills, orally and in writing
  • Basic knowledge of Microsoft network infrastructure, security tools, and protocols
  • Strong customer service orientation and ability to interact well with diverse end-users and technical staff
  • Experience with supporting mobile devices (android, Windows, iOS)
  • Exercise independent judgment in determining and implementing improvements/solutions
  • Ability to follow standard practices and procedures in analyzing situations involving readily identifiable problems
  • Able to communicate well orally and in writing
  • Understand and apply fundamental network concepts
  • Ability to exercise independent judgment in determining and implementing improvements/solutions for computer hardware
  • Understanding and ability to practice a structured approach to troubleshooting, diagnosing and resolving computer problems
  • Strong time management skills
  • Ability to explain technical issues to a non-technical audience on a regular basis
  • Work collaboratively with clients, other technicians and vendor representatives